你将学到什么
Identify and understand central theories, concepts and models within service management
Apply relevant theories, concepts and models to common service management challenges
Explore the relevance of and opportunities for service-based thinking in business operations
课程概况
Today an increasing number of companies compete on service, not product. As a result, understanding a service-based approach to business is essential – even for product-based businesses.
On this course you’ll learn the latest thinking in service management, exploring a service-centric perspective to marketing and management. You’ll examine service as a business model, the value creation process, customer perceived quality and promise management.
Ultimately, you’ll discover how service-based thinking can help you better serve your customer, and overcome a range of business challenges.
课程大纲
Week 1 - Service as a perspective on business
Week 2 - The importance of service quality
Week 3 - Customer relationship management
Week 4 - A profitable service business
Week 5 - Productivity in the service context
Week 6 - Communicating a service brand
Week 7 - From manufacturing to service (logic)
面向人群
This course would be particularly relevant to business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context. It is also relevant for business students wishing to specialise in service management and marketing.
